Executive Briefings

What, If Anything, Should Contact Centers Move Into the Cloud?

In these days of scary economic news (and 2009 budget planning often reflects that uncertainty), many contact centers are considering a question that has been bubbling under the surface for a couple of years now. That is: Is it a good idea to offload some of the technological infrastructure to a hosted provider? Every contact center is unique, so there are no set rules that govern the answer to that question. The issues that bear on that decision reflect corporate culture, budgets, internal purchasing dynamics and specific technology needs. To make matters more complex, what we define as a "hosted" solution can take several forms, each with its own distinct pros and cons. And the range of technologies that it's feasible to offload has expanded--it is possible to move almost everything into the cloud. Should you? That depends.
Source: CRM Daily

In these days of scary economic news (and 2009 budget planning often reflects that uncertainty), many contact centers are considering a question that has been bubbling under the surface for a couple of years now. That is: Is it a good idea to offload some of the technological infrastructure to a hosted provider? Every contact center is unique, so there are no set rules that govern the answer to that question. The issues that bear on that decision reflect corporate culture, budgets, internal purchasing dynamics and specific technology needs. To make matters more complex, what we define as a "hosted" solution can take several forms, each with its own distinct pros and cons. And the range of technologies that it's feasible to offload has expanded--it is possible to move almost everything into the cloud. Should you? That depends.
Source: CRM Daily